Onboarding Specialist 2

🕒 July 15

🏄 California, Connecticut, +11 more states – Remote

🏄 California – Remote 🦌 Connecticut – Remote 🌽 Illinois – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $28 - $42 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚀 Onboarding Specialist

🚫👨‍🎓 No degree required

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Provide personalized onboarding support for customers who sign up for our Fast Track Packages. • Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands. • Able to provide compliance guidance for all A2P products. • Manage Onboarding SLAs and credit utilization for each product • Partner with operations teams to scale onboarding volumes per assigned customer • Join weekly calls with customers to report metrics and review any open items or additional onboarding needs • Wear the Customer Shoes: Provide onboarding support for common customer inquiries through slack in addition to Service now; to ensure customers have an excellent experience with Twilio. • Draw the Owl: Assess the nature of product or service issues and resolve basic level problems • Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly. • Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved • Be an Owner: Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience.

🎯 Requirements

• Ability to work in rotational shifts 8:00am to 5pm Bogota time • Able to manage daily caseload and respond within SLAs • A2P compliance experience • Experience Required: 2 plus Years specializing in at least one a2p products • Previous experience working directly with clients • Ability to prioritize tasks and effectively project manage • Ready to take own up to 12 customer accounts • You’re empathetic and customer centric to the core. • You’re a clear verbal and written communicator. • You’re introspective and committed to continuous self-improvement. • You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals. • You’re able to complete tasks in core areas within SLAs.

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program